Unum has added a clinical advice line to its Help@hand support service.
This aims to offer employees access to a UK-based GP within two hours, for advice and guidance on a range of medical issues. This complements its existing remote GP services — which offers full consultations, diagnosis and onward referrals where appropriate. Unum says the vast majority of employees will et a GP consultation within a 24-hour period.
The insurer says it has offered this new services to ensure people get quicker access to professional guidance and advice at a time when many are turning to AI if they struggle to get a healthcare appointment.
Unum’s data found that 12 per cent of surveyed users would have researched their health concern online if they had not been able to access a Help@hand GP appointment, while external research suggests one in seven people have used AI instead of seeing a GP.
It says this clinical advice line has been designed to bridge this gap by providing direct access to GPs who can explain symptoms, discuss medication questions, explore treatment options and signpost people to the most appropriate source of care.
Unum adds that analysis of its current consultations found that one in five were focused on advice and guidance rather than treatment alone. It says this highlights the fact that many people are looking for a professional opinion rather than medical intervention.
Unum says that in 2025 Help@hand saw over 245,000 interactions, from remote GP appointments to physiotherapy sessions.
Unum UK head of proposition development & customer experience Saumya Barber says: “Not every health concern starts with needing a diagnosis or treatment. Often, people want reassurance, clarity and a trusted clinical view on what to do next.
“This tells us there is a clear need for more flexible routes to professional support. The clinical advice line gives employees direct access to a qualified GP, helping them better understand their options.”
